Peoplesoft Maintenance Management Peoplesoft - Excel

Document Sample
Peoplesoft Maintenance Management Peoplesoft - Excel Powered By Docstoc
					                                                                                                                                FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                       December 15, 2004
                                                                                                                                                          (Attachment 31)


                     FHASL Production Responsibility Levels

                     The level of responsibility for a particular task or function varies, depending upon the resource or organization and
                     the task or function. Levels of responsibility for a particular task or function can be classified as:

                     Level       Level Description              Detail Description
                          I      Inform                         The resource is responsible for informing others about this task/function (e.g.,
                                                                informing Tier 2 support about new service requests)
                         A       Approve                        The resource is responsible for approving actions taken related to this
                                                                task/function (e.g., FHASL project management approving application software
                                                                fixes before they are released)
                         C       Concur                         Assist, support, participate in order to concur; the resource is responsible for
                                                                concurring on decisions related to this task/function. (e.g., FHASL project
                                                                management concurring with HIIPS about upgrading the Oracle database release)


                         H       Help                           The resource is responsible for helping to execute this task/function (e.g.,
                                                                helping to investigate and resolve printing problems reported by users)

                          E      Execute                        The resource is responsible for executing this task/function (e.g., HIIPS executing
                                                                system tape backups)
                         V       Validate                       The resource is responsible for validating this task/function (e.g., helping to
                                                                investigate and resolve printing problems reported by users)
                         R       Responsible                    The resource is ultimately responsible for this task/function, including execution
                                                                (unless otherwise noted) (e.g., FHASL is responsible for obtaining FHASL-related
                                                                software license keys)




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                        Responsibility Levels                                                               Page 1
                                                                                                                             FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                    December 15, 2004


                     FACILITIES - Production

                                                                                                                 FHASL Team                  HUD IT

                                                                                                                                   FHASL
                                                               Task/Function                           Tech                                   HIIPS,
                                                                                                               Dvlpmnt Design      Mgmt
                                                                                                       Srvcs                                   CSB
                                                                                                                                 (Housing)

                     Physical Planning
                     Control access to Data Center(s)                                                                                           R
                     Test environmental control plans periodically                                                                              R
                     Manage physical site(s)                                                                                                    R
                     Disaster Recovery
                     Determine disaster recovery requirements based on business needs                   R                                       E
                     Determine disaster recovery strategy to meet requirements                                                                  R
                     Develop disaster recovery procedures (technical infrastructure & architecture)                                             R
                     Perform initial risk assessment                                                                                            R
                     Perform quarterly risk assessment reviews                                          H        H       H                      R
                     Review disaster recovery plans with management (initial)                                                                   R
                     Review disaster recovery plans with management (periodic review)                   H                                       R
                     Execute Disaster Recovery Tests (technical infrastructure & architecture)                                                  R
                     Develop a Continuity of Operations Plan for Application Process Outsourcing                                                R
                     Develop a Continuity of Operations Plan (for Business)                                                                     R
                     Store full backups at off-site facility                                                                                    R
                     Develop Contingency Plan for initial implementation                                R        R       R          R           E
                     Security
                     Maintain physical security at Data Center(s)                                                                               R
                     Maintain physical security at user site(s)                                                                     R
                     Maintain physical security of off-site backups                                                                             R
                     Maintain physical security of FHASL user workstations                                                          R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                              Facilities-PRO                                                             Page 2
                                                                                                                                              FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                     December 15, 2004


                          Hardware Infrastructure - Production

                                                                                                                             FHASL Team




                                                                                                              FHASL Team




                                                                                                                                                          Svcs, Ops. &
                                                                                                                                                           Computer
                                                                                                                                                FHASL




                                                                                                                                                             Maint.
                                                            Task/Function                                                  Dvlpmnt   Design     Mgmt
                                                                                                                                              (Housing)


                          Hardware Infrastructure (Sun, Dell, Hitachi, Etc.)
                                   UNIX Hardware Maintenance
                          Identify potential failures and recommend solutions                                                                                  R
                          Develop hardware maintenance strategy                                                                                                R
                          Review hardware maintenance plans with management                                                                                    R
                          Schedule hardware maintenance                                                                                                        R
                          Notify system stakeholders of maintenance plans                                                                                      R
                          Execute preventative maintenance plans                                                                                               R
                          Test components that have received maintenance                                                                                       R
                          Monitor maintenance plan for its effectiveness                                                                                       R
                          Provide 3rd party maintenance contracts                                                                                              R
                          Maintain configuration management of hardware components                                                                             R
                                   UNIX Capacity Planning
                          Develop capacity plan based on Requirements                                                                                          R
                          Manage system capacity issues                                                                                                        R
                          Monitor system capacity                                                               H                                              R
                          Provide trend analysis                                                                                                               R
                          Perform capacity planning                                                             H                                              R
                                   UNIX Disaster Recovery
                          Develop disaster recovery procedures                                                                                                 R
                          Participate in/execute disaster recovery tests                                                                                       R
                                   UNIX Event Detection and Notification
                          Define hardware monitoring requirements                                                                                              R
                          Detect hardware failures and other events                                             H                                              R
                          Log events                                                                                                                           R
                          Notify others of events as appropriate                                                                                               R
                                   Other Hardware Maintenance



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                        Hardware Infrastructure-PRO                                                                       Page 3
                                                                                                                                              FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                     December 15, 2004




                                                                                                              FHASL Team




                                                                                                                                                          Svcs, Ops. &
                                                                                                                                                           Computer
                                                                                                                                                FHASL




                                                                                                                                                             Maint.
                                                            Task/Function                                                  Dvlpmnt   Design     Mgmt
                                                                                                                                              (Housing)


                          Identify potential failures and recommend solutions                                                                                  R
                          Develop hardware maintenance strategy                                                                                                R
                          Review hardware maintenance plans with management                                                                                    R
                          Schedule hardware maintenance                                                                                                        R
                          Notify system stakeholders of maintenance plans                                                                                      R
                          Execute preventative maintenance plans                                                                                               R
                          Test components that have received maintenance                                                                                       R
                          Monitor maintenance plan for its effectiveness                                                                                       R
                          Provide 3rd party maintenance contracts                                                                                              R
                          Maintain configuration management of hardware components                                                                             R
                                   Other Hardware Capacity Planning
                          Develop capacity plan based on Requirements                                           R                                              E
                          Manage system capacity issues                                                                                                        R
                          Monitor system capacity                                                               H                                              R
                          Provide trend analysis                                                                                                               R
                          Perform capacity planning                                                                                                            R
                                   Other Hardware Disaster Recovery
                          Develop disaster recovery procedures                                                                                                 R
                          Participate in/execute disaster recovery tests                                                                                       R
                                   Other Hardware Event Detection and Notification
                          Define hardware monitoring requirements                                                                                              R
                          Detect hardware failures and other events                                             H                                              R
                          Log events                                                                                                                           R
                          Notify others of events as appropriate                                                                                               R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                        Hardware Infrastructure-PRO                                                                       Page 4
                                                                                                                                         FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                December 15, 2004


                     Software Infrastructure - Production

                                                                                                                              FHASL Team




                                                                                                               FHASL Team




                                                                                                                                                           Svcs, Ops. &
                                                                                                                                                            Computer
                                                                                                                                                 FHASL




                                                                                                                                                              Maint.
                                                             Task/Function                                                  Dvlpmnt   Design     Mgmt
                                                                                                                                               (Housing)


                     Software Infrastructure (Solaris, Windows 2000 AS, MVS, etc.)
                              UNIX Performance and Tuning
                     Determine optimal performance settings for UNIX kernel parameters                           H                                              R
                     Configure UNIX kernel parameters                                                                                                           R
                     Monitor performance adjustments for impact on the FHASL application                         H                                              R
                     Track results of tuning actions on System Resources                                         H                                              R
                     Monitor system (memory, swap, disks, loads, logins, zombies, etc…)                          H                                              R
                     Track results of tuning actions on Applications / Users                                     H                                              R
                              UNIX Security Management
                     Define security requirements                                                                H                                              R
                     Implement security controls                                                                                                                R
                     Create new UNIX user IDs as necessary                                                                                                      R
                     Maintain root password                                                                                                                     R
                     Maintain user groups                                                                                                                       R
                     Report on security effectiveness periodically                                                                                              R
                     Maintain psoft8 password (UNIX user account)                                                A                                              R
                     Maintain environment psoft8 passwords (UNIX user accounts)                                  A                                              R
                     Maintain autosys password (UNIX user account)                                               A                                              R
                              UNIX Storage Management
                     Develop Storage Management architecture                                                                                                    R
                     Define file system and UNIX standards                                                                                                      R
                     Define FHASL application file system requirements                                           H                                              R
                     Create initial file systems to support FHASL requirements                                                                                  R
                     Create ongoing file systems and/or logical volumes                                                                                         R
                     Monitor / maintain file systems                                                             H                                              R
                              UNIX Backup / Restore Management
                     Define recoverability requirements                                                                                                         R



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                         Software Infrastructure-PRO                                                                 Page 5
                                                                                                                                       FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                              December 15, 2004




                                                                                                             FHASL Team




                                                                                                                                                         Svcs, Ops. &
                                                                                                                                                          Computer
                                                                                                                                               FHASL




                                                                                                                                                            Maint.
                                                            Task/Function                                                 Dvlpmnt   Design     Mgmt
                                                                                                                                             (Housing)


                     Define backup strategy to meet requirements                                                                                              R
                     Implement strategy                                                                                                                       R
                     Implement offsite storage to meet requirements                                                                                           R
                     Periodically verify backup integrity                                                                                                     R
                     Periodically test restoration                                                                                                            R
                     Perform restoration upon request                                                                                                         R
                     Backup UNIX server(s)                                                                                                                    R
                     Restore UNIX server(s)                                                                                                                   R
                              UNIX System Startup/Shutdown
                     Define startup/shutdown schedule (initial)                                                                                               R
                     Define startup/shutdown schedule (modifications)                                                                                         R
                     Define startup/shutdown procedures for PeopleSoft and other non-PeopleSoft software -
                                                                                                               R                                              E
                     requirements (timeframe)
                     Develop scripts to streamline the startup/shutdown of all components (UNIX, Oracle,
                                                                                                                                                              R
                     Tuxedo, PeopleSoft)
                     Verify UNIX startup has occurred                                                                                                         R
                     Verify Oracle component startup has occurred                                                                                             R
                     Verify Tuxedo startup has occurred                                                        R                                              E
                     Verify Process Scheduler startup has occurred                                             R                                              E
                     Verify other component startup has occurred                                                                                              R
                     Perform scheduled reboots of systems                                                                                                     R
                     Perform scheduled restarts of PeopleSoft                                                  A                                              R
                     Perform ad-hoc startup/shutdown of systems                                                                                               R
                     Perform ad-hoc startup/shutdown of PeopleSoft                                             A                                              R
                     Restart all system components after Failure                                               H                                              R
                              Windows 2000 AS Performance and Tuning
                     Determine optimal performance settings for Windows 2000 AS parameters                     H                                              R
                     Configure Windows 2000 AS parameters                                                                                                     R
                     Monitor performance adjustments for impact on the FHASL application                       H                                              R
                     Track results of tuning actions on System Resources                                                                                      R
                     Monitor system (memory, swap, disks, loads, logins, zombies)                              H                                              R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                       Software Infrastructure-PRO                                                                 Page 6
                                                                                                                                        FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                               December 15, 2004




                                                                                                              FHASL Team




                                                                                                                                                          Svcs, Ops. &
                                                                                                                                                           Computer
                                                                                                                                                FHASL




                                                                                                                                                             Maint.
                                                            Task/Function                                                  Dvlpmnt   Design     Mgmt
                                                                                                                                              (Housing)


                     Track results of tuning actions on Applications / Users                                                                                   R
                              Windows 2000 AS Security Management
                     Define security requirements                                                                                                              R
                     Implement security controls                                                                                                               R
                     Create new Windows 2000 users as necessary                                                                                                R
                     Maintain root password                                                                                                                    R
                     Maintain user groups                                                                                                                      R
                     Report on security effectiveness periodically                                                                                             R
                              Windows 2000 AS Storage Management
                     Develop Storage Management architecture                                                                                                   R
                     Define file system and Windows 2000 AS standards                                                                                          R
                     Define FHASL application file system requirements                                                                                         R
                     Create initial file systems to support FHASL application requirements                                                                     R
                     Monitor / maintain file systems                                                            H                                              R
                              Windows 2000 AS Backup / Restore Management
                     Define recoverability requirements                                                                                                        R
                     Define backup strategy to meet requirements                                                                                               R
                     Implement strategy                                                                                                                        R
                     Implement offsite storage to meet requirements                                                                                            R
                     Periodically verify backup integrity                                                                                                      R
                     Periodically test restoration                                                                                                             R
                     Perform restoration upon request                                                                                                          R
                     Backup server(s)                                                                                                                          R
                     Restore server(s)                                                                                                                         R
                              Windows 2000 AS System Startup/Shutdown
                     Define startup/shutdown schedule (initial)                                                                                                R
                     Define startup/shutdown schedule (modifications)                                                                                          R
                     Define startup/shutdown procedures for PeopleSoft and other non-PeopleSoft software -
                                                                                                                                                               R
                     requirements (timeframe)
                     Develop scripts to streamline the startup/shutdown of all components (Windows 2000 AS,
                                                                                                                                                               R
                     DEPCON, AutoSys, PeopleSoft)


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                        Software Infrastructure-PRO                                                                 Page 7
                                                                                                                                        FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                               December 15, 2004




                                                                                                              FHASL Team




                                                                                                                                                          Svcs, Ops. &
                                                                                                                                                           Computer
                                                                                                                                                FHASL




                                                                                                                                                             Maint.
                                                            Task/Function                                                  Dvlpmnt   Design     Mgmt
                                                                                                                                              (Housing)


                     Verify Windows 2000 AS startup has occurred                                                                                               R
                     Verify Process Scheduler startup has occurred                                                                                             R
                     Verify other component startup has occurred                                                                                               R
                     Perform scheduled reboots of systems                                                                                                      R
                     Perform scheduled restarts of PeopleSoft                                                   A                                              R
                     Perform ad-hoc startup/shutdown of systems                                                                                                R
                     Perform ad-hoc startup/shutdown of PeopleSoft                                              A                                              R
                     Restart all system components after Failure                                                                                               R
                              Software Administration (OS, Veritas, AutoSys, Foglight, Spotlight, Stat)
                     Troubleshoot software problems                                                                                                            R
                     Work with hardware vendor to resolve software issues                                                                                      R
                     Notify system stakeholders of maintenance plans or changes                                                                                R
                     Apply patches to the software                                                                                                             R
                     Perform software upgrades                                                                                                                 R
                     Maintain software environment variables                                                                                                   R
                     Maintain configuration management of software components                                                                                  R

                              Software Performance and Tuning (Veritas, AutoSys, Foglight, Spotlight, Stat)

                     Identify performance problems                                                              H                                              R
                     Resolve application performance problems                                                                                                  R
                     Provide application performance analysis                                                                                                  R
                     Determine optimal performance settings for parameters                                      H                                              R
                     Monitor performance adjustments for their effectiveness                                                                                   R
                     Track results of tuning actions                                                                                                           R
                     Manage workload balancing                                                                                                                 R
                              Disaster Recovery
                     Develop disaster recovery procedures                                                                                                      R
                     Participate in/execute disaster recovery tests                                                                                            R
                              Event Detection and Notification
                     Define software monitoring requirements                                                                                                   R
                     Detect software failures and other events                                                  H                                              R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                       Software Infrastructure-PRO                                                                  Page 8
                                                                                                                                      FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                             December 15, 2004




                                                                                                            FHASL Team




                                                                                                                                                        Svcs, Ops. &
                                                                                                                                                         Computer
                                                                                                                                              FHASL




                                                                                                                                                           Maint.
                                                              Task/Function                                              Dvlpmnt   Design     Mgmt
                                                                                                                                            (Housing)


                     Log events                                                                                                                              R
                     Notify others of events as appropriate                                                                                                  R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                      Software Infrastructure-PRO                                                                 Page 9
                                                                                                                                  FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                         December 15, 2004


                Network Infrastructure - Production

                                                                                                                        FHASL Team




                                                                                                         FHASL Team




                                                                                                                                                     Svcs, Ops. &
                                                                                                                                                      Computer
                                                                                                                                           FHASL




                                                                                                                                                        Maint.
                                                           Task/Function                                              Dvlpmnt   Design     Mgmt
                                                                                                                                         (Housing)


                Network Infrastructure
                         Network General
                Maintain hubs                                                                                                                             R
                Maintain routers                                                                                                                          R
                Maintain switches                                                                                                                         R
                Maintain network wiring                                                                                                                   R
                Maintain network-related sub-contracts                                                                                                    R
                         Capacity Planning
                Monitor system capacity                                                                    H                                              R
                Perform trend analysis                                                                                                                    R
                Perform capacity planning                                                                                                                 R
                         LAN Management
                Monitor LAN performance in conjunction with FHASL performance monitoring                   H                                              R
                Monitor data communication network                                                                                                        R
                Verify network availability to all users                                                                                                  R
                Troubleshoot and resolve data communication problems                                                                                      R
                Monitor volume and recommend changes based on volume growth                                                                               R
                Setup user access and logins to the network                                                                                               R
                Set permissions on the file servers                                                                                                       R
                Allocate space on file servers                                                                                                            R
                         WAN Management
                Monitor WAN performance in conjunction with FHASL performance monitoring                   H                                              R
                Maintain inventory of all networking equipment                                                                                            R
                Manage all network providers to acceptable service levels                                                                                 R
                Provide network capacity recommendations                                                                                                  R
                Implement network changes in a timely manner                                                                                              R
                Recommend improvements to the WAN for quality or cost reasons                                                                             R



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                    Network Infrastructure-PRO                                                               Page 10
                                                                                                                               FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                      December 15, 2004




                                                                                                      FHASL Team




                                                                                                                                                  Svcs, Ops. &
                                                                                                                                                   Computer
                                                                                                                                        FHASL




                                                                                                                                                     Maint.
                                                         Task/Function                                             Dvlpmnt   Design     Mgmt
                                                                                                                                      (Housing)


                Identify potential failures and recommend solutions                                                                                    R
                Monitor volume and recommend changes based on volume growth                                                                            R
                         Disaster Recovery
                Develop disaster recovery procedures                                                                                                   R
                Participate in/execute disaster recovery tests                                                                                         R
                         Event Detection and Notification
                Define network monitoring requirements                                                                                                 R
                Detect network failures and other events                                                H                                              R
                Log events                                                                                                                             R
                Notify others of events as appropriate                                                                                                 R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                 Network Infrastructure-PRO                                                               Page 11
                                                                                                                                  FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                         December 15, 2004


             Workstation Infrastructure - Production

                                                                                                                          FHASL Team




                                                                                                           FHASL Team




                                                                                                                                                        Svcs, Ops. &
                                                                                                                                                         Computer
                                                                                                                                              FHASL




                                                                                                                                                           Maint.
                                                          Task/Function                                                 Dvlpmnt    Design     Mgmt
                                                                                                                                            (Housing)


             Workstation Infrastructure
                      Problem Management
             Operate support desk (Tier 1)                                                                                                                   R
             Search for known solutions in knowledge base                                                                                                    R
             Add new resolutions to knowledge base as they become known                                                                                      R
             Escalate problems as necessary                                                                                                                  R
             Notify workstation user of problem resolution                                                                                                   R
             Sign off on problem resolution                                                                                                                  R
                      Hardware Maintenance
             Notify workstation users of maintenance plans                                                                                                   R
             Execute workstation hardware maintenance                                                                                                        R
             Test components that have received maintenance                                                                                                  R
             Maintain configuration management of workstation hardware components                                                                            R
                      Software Distribution and Support
             Resolve installation problems                                                                                                                   R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                  Workstation Infrastructure-PRO                                                               Page 12
                                                                                                                             FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                    December 15, 2004


           Databases - Production

                                                                                                                     FHASL Team




                                                                                                      FHASL Team




                                                                                                                                                     Svcs, Ops. &
                                                                                                                                                      Computer
                                                                                                                                           FHASL




                                                                                                                                                        Maint.
                                                          Task/Function                                            Dvlpmnt     Design      Mgmt
                                                                                                                                         (Housing)


          Database
                   Database Maintenance
          Administer Oracle instances (Databases, Table spaces, Instance Objects)                       H                                                 R
          Maintain schema (tables, indexes, views, PS users)                                            H                                                 R
          Assist in development of database backup and recovery strategies                              H                                                 R
          Ensure proper database and archive log backup procedures are followed                                                                           R
          Perform recovery of that database, data files, tables, indexes, etc.                                                                            R
          Perform database reorganizations                                                              H                                                 R
          Perform database upgrades                                                                     H                                                 R
          Analyze indexes and recommend improvements                                                    H                                                 R
          Analyze SQL for inefficient statements and recommend improvements                             R                                                 H
          Troubleshoot Oracle instance problems                                                         H                                                 R
          Perform Database profile modifications as necessary                                                                                             R
          Perform Database imports / exports                                                            H                                                 R
          Assist development team in optimizing SQL statements (indices, selects, etc)                  R                                                E
          Assist in system and database performance monitoring and tuning                               H                                                 R
          Establishes standards that all databases will follow (e.g. naming, configuration, etc.)                                                         R
          Maintain SQL*Plus parameters (on server side)                                                 H                                                 R
          Maintain Oracle password                                                                                                                        R
          Maintain SysAdm password                                                                      A                                                 R
          Determine initial init.ora parameter values                                                   H                                                 R
          Maintain init.ora parameters for optimal PeopleSoft performance                               H                                                 R
          Monitor database performance in conjunction with FHASL performance monitoring                 H                                                 R
                   Data Maintenance
          Request table changes through established change request procedures                           R                                                 I
          Apply minor data maintenance changes to production instance                                   H                                                 R
          Perform business impact analysis on major data maintenance requests                           R                                                 H



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                              Databases-PRO                                                                 Page 13
                                                                                                                FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                       December 15, 2004




                                                                                         FHASL Team




                                                                                                                                        Svcs, Ops. &
                                                                                                                                         Computer
                                                                                                                              FHASL




                                                                                                                                           Maint.
                                                         Task/Function                                Dvlpmnt     Design      Mgmt
                                                                                                                            (Housing)


          Test major data maintenance changes                                              H                                                 R
          Approve test results for major data maintenance changes                          R
          Migrate major data maintenance items to production instance                      H                                                 R
                   Storage Management
          Define Oracle instance standards                                                                                                   R
          Define Oracle instance and tablespace requirements                               R                                                 H
          Create Oracle instances to support Oracle requirements                           H                                                 R
          Create initial file systems to support Oracle requirements                                                                         R
          Monitor / maintain Oracle instances                                              H                                                 R
                   Event Detection and Notification
          Define database monitoring requirements                                                                                            R
          Detect database failures and other events                                        H                                                 R
          Log events                                                                                                                         R
          Notify others of events as appropriate                                                                                             R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                 Databases-PRO                                                                 Page 14
                                                                                                                                  FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                         December 15, 2004


       FHASL Application - Production

                                                                                                                          FHASL Team




                                                                                                           FHASL Team




                                                                                                                                                  FHASL Mgmt




                                                                                                                                                               Svcs, Ops. &
                                                                                                                                                                Computer
                                                                                                                                                   (Housing)
                                                                                                                        Dvlpmnt




                                                                                                                                         Design




                                                                                                                                                                  Maint.
                                                         Task/Function



       FHA Subsidiary Ledger Application
                PeopleSoft Installations on Servers
       Design/determine initial file system requirements during initial install                              R                                                      E
       Validate, approve, and execute the initial creation of file systems                                   H                                                      R
       Create/maintain installation procedure documentation                                                  R                                                      E
       Create/manage OS folder structures related to PeopleSoft                                              H                                                      E
       Determine initial OS kernel parameter values                                                          H                                                      R
       Validate, approve, and execute OS kernel parameter setup                                              H                                                      R
       Manage OS kernel parameters                                                                           H                                                      R
       Setup PeopleSoft users                                                                                R
       Obtain PeopleSoft license keys                                                                        R
       Configure initial memory management                                                                   H                                                      R
       Load standard database delivered on PeopleSoft Install CDs or import database copy                    H                                                      R
       Test installation                                                                                     R
                PeopleSoft Installations on Workstations
       Install database software for two-tier (administrator) access                                         R
       Install PeopleSoft 3-tier client on PCs                                                               R
       Test installation                                                                                     R
                FHASL Security Management
       Creating Security Management Process
       Define new operator request and approval procedures                                                   R
       Define PeopleSoft security profiles, roles, and permission lists                                      R
       Administering Security
       Setup initial passwords for technical users (user administrator and PeopleSoft delivered users)       R
       Maintain PeopleSoft technical user passwords                                                          R
       Develop and maintain security profiles, roles, and permission lists                                  H            R
       Apply new security roles and permission lists in production and test instances                        R



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                           FHASL Application-PRO                                                                      Page 15
                                                                                                                       FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                              December 15, 2004




                                                                                                FHASL Team




                                                                                                                                       FHASL Mgmt




                                                                                                                                                    Svcs, Ops. &
                                                                                                                                                     Computer
                                                                                                                                        (Housing)
                                                                                                             Dvlpmnt




                                                                                                                              Design




                                                                                                                                                       Maint.
                                                        Task/Function



       Create new users                                                                          H                                        R
       Unlock locked users                                                                        R
       Maintain operator passwords in production and test instances                               R
       Perform password resets                                                                    R                                                     E
       Maintain user profile templates                                                            R
       Other
       Define overall FHASL security plan                                                         R                                                      E
       Support HUD audit requirements regarding security profiles                                 R
                FHASL Configuration
       Review and approve/deny tree changes                                                                                    R
       Maintain PeopleSoft Trees (delivered)                                                                                   R
       Review and approve/deny chartfield changes                                                                              R
       Maintain PeopleSoft Chartfields                                                                                         R
       Review and approve/deny business unit changes                                                                           R
       Maintain PeopleSoft Business Units                                                                                      R
       Review and approve/deny general option changes                                                                          R
       Maintain PeopleSoft General Options                                                                                     R
       Review and approve/deny interface configuration changes                                                 R
       Maintain Subsidiary Ledger interface values                                                             R
                Process Scheduler
       Maintain event variables                                                                   R
       Maintain standard configuration                                                            R
       Clear process scheduler logs                                                               R
                Production Job Scheduling
       Define business requirements governing batch schedule                                      R
       Define production job schedule (interfaces, reports, etc.)                                 R
       Define job dependencies                                                                    R
       Distribute production job schedule                                                         R
       Maintain schedule information in the scheduling tool                                                                                              R
       Adjust schedule to account for failures and delays                                                                                                R
       Define parameters for production jobs                                                      R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                FHASL Application-PRO                                                                      Page 16
                                                                                                                                    FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                           December 15, 2004




                                                                                                             FHASL Team




                                                                                                                                                    FHASL Mgmt




                                                                                                                                                                 Svcs, Ops. &
                                                                                                                                                                  Computer
                                                                                                                                                     (Housing)
                                                                                                                          Dvlpmnt




                                                                                                                                           Design




                                                                                                                                                                    Maint.
                                                         Task/Function



       Monitor nightly job stream (interfaces, reports, etc.)                                                                                                         R
       Assess impact of failed jobs (interfaces, reports, etc.)                                                R                                                     H
       Recover/rollback from failed jobs (interfaces, reports, etc.)                                           R                                                     H
       Terminate/cancel jobs per requests or pre-defined procedures                                                                                                   R
       Verify results for completion and accuracy                                                              R
       Notify FHASL team of failed jobs (interfaces, reports, etc.)                                                                                                   R
       Notify FHASL team of unrecoverable or late jobs (interfaces, reports, etc.)                                                                                    R
       Clear out-dated jobs from job scheduler history                                                                                                                R
       Clear out-dated Process Scheduler table entries                                                         R
       Create new Process Scheduler entries                                                                    R
                Reports Management
       Ensure Reporting Tools function correctly                                                               R
       Clear old output files (UNIX)                                                                           R
       Investigate and resolve workstation printing problems                                                                                                          R
                Software Administration (PeopleSoft, Tuxedo, SQR, PS Crystal Reports, etc.)
       Troubleshoot software problems                                                                          R                                                      H
       Work with vendors to resolve software issues                                                            R
       Notify system stakeholders of maintenance plans or changes                                              R
       Apply software patches                                                                                  R                                                      H
       Perform software upgrades                                                                               R                                                      H
       Maintain software environment variables                                                                 R                                                      H
       Maintain configuration management of software components                                                R
                Application Performance and Tuning
       Identify end-user and batch performance problems                                                        R
       Manage FHASL system and PeopleSoft database performance issues                                          R                                                     H
       Provide FHASL performance analysis                                                                      R                                                     H
       Determine optimal performance settings for PeopleSoft parameters                                        R                                                     H
       Configure PeopleSoft tunable parameters                                                                 R
       Monitor performance adjustments for their effectiveness                                                 R
       Track results of tuning actions                                                                         R
       Manage workload balancing                                                                               R                                                     H


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                             FHASL Application-PRO                                                                      Page 17
                                                                                                                                 FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                        December 15, 2004




                                                                                                          FHASL Team




                                                                                                                                                 FHASL Mgmt




                                                                                                                                                              Svcs, Ops. &
                                                                                                                                                               Computer
                                                                                                                                                  (Housing)
                                                                                                                       Dvlpmnt




                                                                                                                                        Design




                                                                                                                                                                 Maint.
                                                         Task/Function



       Support FHASL team in resolution of FHASL performance problems                                       R                                                      H
                Capacity Planning
       Monitor FHASL system capacity                                                                        R                                                      H
       Provide trend analysis as input to capacity forecasting                                              R
       Execute change requests as required for hardware upgrades and additions.                             R                                                      E
       Develop capacity plan based on Requirements (Users, New Modules)                                     R
                PeopleSoft Cache
       Assist end-users in clearing Browser cache on workstations (Add to Knowlix)                         H                                                      E
       Clear Web Server cache                                                                                I                                                    R
       Clear Application Server (Tuxedo) cache                                                               I                                                    R
                Application Consulting
       Request PeopleSoft consulting service through established procedures                                 R
       Provide an estimate on PeopleSoft consulting services and follow new work request process to FHA     R
                Archive Management
       Develop FHASL application data archive strategy                                                      R                                                      E
       Archive FHASL application data from production                                                       R                                                      E
                Application Support (Tier 2)
       Operate support desk (Tier 2)                                                                        R           R                R
       Notify FHASL support team of problems discovered in support environments                             R           R                R
       Initiate problem resolution - prioritize, assign resource                                            R           R                R
       Escalate problems as necessary                                                                       R           R                R
       Refer bug fix request or change request to Application Development Support                           R           R                R
       Determine problem resolution or work-around solution                                                 R           R                R
       Test problem resolution                                                                              R           R                R
       Notify of resolution of technical problems                                                           R           R                R
       Notify FHASL user of resolution of problems                                                          R           R                R
       Sign off on problem resolution                                                                       R           R                R
                Infrastructure Support (Tier 3)
       Operate support desk (Tier 3)                                                                        R
       Notify FHASL support team of problems discovered in support environments                             R
       Notify of technical problems discovered in infrastructure environment                                R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                          FHASL Application-PRO                                                                      Page 18
                                                                                                                                 FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                        December 15, 2004




                                                                                                          FHASL Team




                                                                                                                                                 FHASL Mgmt




                                                                                                                                                              Svcs, Ops. &
                                                                                                                                                               Computer
                                                                                                                                                  (Housing)
                                                                                                                       Dvlpmnt




                                                                                                                                        Design




                                                                                                                                                                 Maint.
                                                          Task/Function



       Initiate problem resolution - prioritize, assign resources                                           R
       Escalate problems as necessary                                                                       R
       Determine problem resolution or work-around solution                                                 R
       Test problem resolution                                                                              R
       Notify of resolution of technical problems                                                           R
       Sign off on problem resolution                                                                       R
                Audits
       Create/provide approved and documented audit policies and procedures                                 R                                       R
       Adhere to audit policies and procedures and assist in the performance of audit                       R           R                R          R
       Run DDDAudit                                                                                         R
       Run SysAudit                                                                                         R
       Monitor PS Audit tables                                                                              R
       Review PS Audit Logs                                                                                                                         R
       Archive PS Audit table data                                                                          R
                Application Development Support
       Evaluate bug fix or change request                                                                   R           R                R
       If change request, perform business and system impact analysis                                       R           R                R
       If change request, prepare recommendation and estimate                                               R           R                R
       If change request, review and approve/deny change request                                            R           R                R
       If change request, if denied, communicate to user                                                    R           R                R
       If bug fix, research bug with PeopleSoft                                                             R           R                R
       Prepare design documents and conduct design walk through                                             R           R                R
       Develop and system test changes                                                                      R           R                R
       Provide resources to enable proper testing of changes                                                R           R                R                         H
       Perform user acceptance testing                                                                      R           R                R
       Migrate to production via configuration management process                                           R                                                     H
                External Data Management
       Receive CDs for external interfaces (e.g., DPSC)                                                                                                            R
       Mount CDs on UNIX machine                                                                                                                                   R
       Store CDs in archive                                                                                                                                        R
                FHASL Interfaces


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                          FHASL Application-PRO                                                                      Page 19
                                                                                                                                         FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                December 15, 2004




                                                                                                                  FHASL Team




                                                                                                                                                         FHASL Mgmt




                                                                                                                                                                      Svcs, Ops. &
                                                                                                                                                                       Computer
                                                                                                                                                          (Housing)
                                                                                                                               Dvlpmnt




                                                                                                                                                Design




                                                                                                                                                                         Maint.
                                                         Task/Function



       Review interface translation processing reports                                                                          R
       Correct interface data errors                                                                                            R
       Resubmit corrected interface data for processing                                                                         R
       Archive received and processed interface files                                                                           R                                          E
                New Release Planning
       Develop new release strategy                                                                                 R
       Attend new release planning meetings                                                                         R           R                R                         H
       Provide written report of functionality changes for next Application releases                                R                                                      H
       Provide recommendation on upgrading to new releases                                                          R
       Coordinate new release activities with 3rd party vendors                                                     R                                                      E
       Determine expenditure associated with the upgrade                                                            R
       Approve upgrade to the new release and associated expenditure                                                R
                New Release Management
       Develop upgrade work plan - Implementation                                                                   R
       Review / Assess release impact                                                                               R           R                R
       Evaluate and recommend test environment                                                                      R
       Recommend test data content                                                                                  R           R                R
       Provide test data                                                                                            R           R                R
       Determine which open patches need to be applied prior to upgrade                                             R
       Download patches                                                                                             R
       Perform Tablespace extensions                                                                                H                                                      E
       Apply patches prior to upgrade                                                                               R

       Review custom code to determine what effect new release will have on current structure and functionality    H            R


       Establish priority of custom code that must be tested and corrected prior to new release implementation                  R                                          E

       Upgrade database as needed                                                                                   R
       Modify custom code in accordance with change management process                                                          R
       Perform functional changes                                                                                   R           R                R
       Unit test each piece of customized code                                                                      R           R
       Regression test each functional unit                                                                         R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                           FHASL Application-PRO                                                                             Page 20
                                                                                                                                  FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                         December 15, 2004




                                                                                                           FHASL Team




                                                                                                                                                  FHASL Mgmt




                                                                                                                                                               Svcs, Ops. &
                                                                                                                                                                Computer
                                                                                                                                                   (Housing)
                                                                                                                        Dvlpmnt




                                                                                                                                         Design




                                                                                                                                                                  Maint.
                                                       Task/Function



       Participate in system performance evaluation prior to production implementation                       R           H                H                         H
       Conduct full acceptance test                                                                          R           R                R
       Schedule change within a maintenance release                                                          R                                                      E
       Approve upgrade implementation timing                                                                 R                                                      E
                Configuration Management
       Creating Configuration Management Process
       Define configuration management (CM) requirements                                                     R
       Create CM process (methodology)                                                                       R
       Update CM process as necessary                                                                        R
       Install and configure the CM tool[1]                                                                                                                         R
       Administer CM tool (maintain users and passwords, enter/maintain workflow, etc.)                                                                             R
       Maintain CM tool licenses                                                                                                                                    R
       Maintain CM tool patches/fixes                                                                                                                               R
       Identify configuration managers                                                                       H                                                      R
       Train configuration managers in CM tool                                                                                                                      R
       Train development team in CM process                                                                  R
       Requesting and Approving Changes
       Submit Customer Service Requests (CSRs[2]) via e-mail                                                 R           R                R
       Receive CSRs via e-mail                                                                               R
       Log CSRs in CM tool                                                                                   R
       Approve CSRs (except FUAT & FGLD)                                                                     R           R                R
       Approve CSRs (in FUAT & FGLD)                                                                         R           R                R                         H
       Executing Changes
       Execute PeopleSoft object migrations (work units, batch & online)                                     C                                                      R
       Update security to include newly migrated objects                                                     R
       Apply Oracle-based processes (table copies, data migrations)                                          C                                                      R
       Execute technical changes (UNIX kernel changes, init.ora changes, Tuxedo parameter changes, etc.)     A                                                      R
       Correct functional problems with migrations                                                           H                                                      R
       Correct technical problems with migrations                                                            H                                                      R
       Cleanup environment (temporary programs, repairs)                                                     H                                                      R



U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                        FHASL Application-PRO                                                                         Page 21
                                                                                                                                 FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                        December 15, 2004




                                                                                                          FHASL Team




                                                                                                                                                 FHASL Mgmt




                                                                                                                                                              Svcs, Ops. &
                                                                                                                                                               Computer
                                                                                                                                                  (Housing)
                                                                                                                       Dvlpmnt




                                                                                                                                        Design




                                                                                                                                                                 Maint.
                                                         Task/Function



       Execute compare reports between databases                                                              I                                                    R
       Closing Changes
       Update CSR status in CM tool as necessary                                                            R                                                      R
       Confirm CSR execution via e-mail (perhaps the CM tool could do this automatically)                   R
       Test requested changes (done by requestor)                                                           R           R                R
       Supporting Configuration Management
       Report on CM metrics (by environment: # received, # approved, # executed)                            R
       Periodically audit the configuration of selected environments and report results                     R
       Periodically produce compare reports between databases to support CM audit                           R
                FHASL Application Support
       Select first-line service request tracking tool                                                                                                             E
       Enter Application Requests into appropriate tracking system                                          H           R                R
       Process Application Requests from request tracking system                                            H
       Make first assessment of severity level of request                                                                                           R
       Assess Application Request severity (change if needed), effort required and approvals required                                               R
       Coordinate Application Request approval with appropriate functions                                   H            R               R
       Notify requester of approval or rejection of all requests                                            H            R               R
       Coordinate Application Request scheduling                                                            H            R               R
       Notify requestor of request completion and confirm user satisfaction                                 H            R               R
       Notify of completion of technical requests                                                           H            R               R
       Close request                                                                                        H            R               R
       Generate and disseminate FHASL performance reports from request database                             H
       Update, track, report and maintain request status on request tracking system                         H
       Receive, monitor & route application service requests                                                H
       Estimate time and costs for application service requests                                             H
       Prioritize and approve major service requests                                                        H
       Maintain prioritization of application service requests
       Determine on-going projects from application service requests (Impact analysis)
                FHASL Infrastructure Support
       Select first-line service request tracking tool                                                                                                             R
       Enter Infrastructure Requests into appropriate tracking system                                       H


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                          FHASL Application-PRO                                                                      Page 22
                                                                                                                                          FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                 December 15, 2004




                                                                                                                   FHASL Team




                                                                                                                                                          FHASL Mgmt




                                                                                                                                                                       Svcs, Ops. &
                                                                                                                                                                        Computer
                                                                                                                                                           (Housing)
                                                                                                                                Dvlpmnt




                                                                                                                                                 Design




                                                                                                                                                                          Maint.
                                                           Task/Function



       Process Infrastructure requests from request tracking system                                                  H
       Make first assessment of severity level of request
       Assess infrastructure request severity (change if needed), effort required and approvals required                                                                    H
       Coordinate infrastructure request approval with appropriate functions                                         H                                                      H
       Notify requester of approval or rejection of all requests                                                     H
       Coordinate infrastructure request scheduling                                                                  H
       Notify requestor of request completion and confirm user satisfaction                                          H
       Notify of completion of technical requests                                                                    H
       Close request                                                                                                 H
       Generate and disseminate infrastructure performance reports from request database                             H
       Update, track, report and maintain request status on request tracking system                                  H
       Receive, monitor & route infrastructure service requests                                                      H
       Estimate time and costs for infrastructure service requests                                                   H                                                      H
       Prioritize and approve major service requests                                                                 H
       Maintain prioritization of infrastructure service requests
       Determine on-going projects from infrastructure service requests (Impact analysis)
                Performance Measurement and Reporting
       Analyze resource usage trends of FHASL-utilized components (disk, RAM, CPU, network, software) and report
                                                                                                                     R                                                      H
       them
       Generate metrics from Infrastructure problem tracking system and report them                                  R                                                     H
       Generate metrics from FHASL problem tracking system and report them                                           R                                                     H
       Disseminate reports                                                                                           R
       Monitor Foglight to identify exception conditions                                                             R                                                     H
       Monitor end-to-end performance using PeopleBot                                                                R                                                     H
       Tune Foglight warning thresholds for optimum performance at HUD                                               R                                                     H
       Utilize Spotlight to investigate exception conditions                                                         R                                                     H
       Monitor process status via Process Monitor                                                                    R
       Monitor process status via AutoSys command console                                                            R                                                      H
                Policies and Standards
       Develop and maintain policies and standards for FHASL application support                                     R
       Develop and maintain policies and standards for FHASL infrastructure support                                  R


U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                           FHASL Application-PRO                                                                              Page 23
                                                                                                                                                    FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                           December 15, 2004




                                                                                                                             FHASL Team




                                                                                                                                                                    FHASL Mgmt




                                                                                                                                                                                 Svcs, Ops. &
                                                                                                                                                                                  Computer
                                                                                                                                                                     (Housing)
                                                                                                                                          Dvlpmnt




                                                                                                                                                           Design




                                                                                                                                                                                    Maint.
                                                        Task/Function



                Production Documentation
       Define policies, standards and the tool set for managing support documentation                                          R
       Maintain support documentation                                                                                          R
                Disaster Recovery
       Develop disaster recovery procedures                                                                                   H                                                      R
       Participate in/execute disaster recovery tests                                                                          H                                                      R
                Event Detection and Notification
       Define FHASL monitoring requirements                                                                                    R
       Detect FHASL failures and other events                                                                                  R
       Log events                                                                                                              R
       Notify others of events as appropriate                                                                                  R



       [1] The CM tool is Quest’s STAT product.
       [2] STAT uses the term Customer Service Request (CSR) as a user request for an action (e.g., to migrate an object).




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                          FHASL Application-PRO                                                                                         Page 24
                                                                                                                                             FHASL PeopleSoft Roles and Responsibilities
                                                                                                                                                                    December 15, 2004


    Other - Production

                                                                                                                                              FHASL Team




                                                                                                                               FHASL Team




                                                                                                                                                                            Svcs, Ops. &
                                                                                                                                                                             Computer
                                                                                                                                                                  FHASL




                                                                                                                                                                               Maint.
                                                         Task/Function                                                                      Dvlpmnt   Design      Mgmt
                                                                                                                                                                (Housing)


   Other
             Security Planning
   Determine security requirements                                                                                                                                               R
   Create and maintain security policies                                                                                                                                         R
   Determine security strategy and implementation plans                                                                                                                          R
   Generate and disseminate reports on security plans                                                                                                                            R
   Monitor and assess security strategies                                                                                                                                        R
             Vendor Management
   Manage license contracts and maintenance fees for PeopleSoft                                                                                                    H             R
   Manage license contracts and maintenance fees for Oracle                                                                                                                      R
   Manage license contracts and maintenance fees for other vendors                                                                                                               R
   Coordinate with Oracle all application maintenance-related activities, including the receipt of upgrades, patches and
                                                                                                                                                                                 R
   documentation
   Coordinate with PeopleSoft all application maintenance-related activities, including the receipt of upgrades, patches and
                                                                                                                                 R
   documentation
   Coordinate with other vendors all application maintenance-related activities, including the receipt of upgrades, patches
                                                                                                                                 H                                               R
   and documentation
             Policies and Standards
   Develop and maintain policies and standards for general infrastructure support                                                                                                R




U.S. Department of Housing and Urban Development Confidential
16137e9c-16fd-4b49-85e4-3e6bf5663c23.xls                                               Other-PRO                                                                                     Page 25

				
DOCUMENT INFO
Description: Peoplesoft Maintenance Management Peoplesoft document sample